Technical Account Manager (London)

Airtable is the no-code app platform that empowers people closest to the work to accelerate their most critical business processes. More than 500,000 organizations, including 80% of the Fortune 100, rely on Airtable to transform how work gets done. At Airtable, we are passionate about our platform’s ability to democratize software creation and empower anyone to “create anything.” As a Technical Account Manager, you’ll leverage your product and technical expertise to help our most strategic customers maximize their value from Airtable’s platform.

Partnering closely with our Customer Success, Sales, and Services teams, you’ll help clients feel confident with their Airtable implementations and build scalable solutions. You’ll also work closely with our product and engineering teams to expand our platform capabilities based on market feedback. This is a unique opportunity to serve as an early member of the TAM team, shaping our client support model as we grow the team and define our playbook.

What you’ll do

• Serve as a dedicated resource to strategic customers and their key Airtable builders, accelerating their time to value as they launch new solutions and entrench existing use cases.
• Partner with our Customer Success and Sales teams to identify opportunities to increase Airtable’s value to strategic customers and create a world class customer experience.
• Build working knowledge of customers’ complex workflows and ecosystems in order to design proactive/tailored solutions.
• Host regular sessions with customer contacts to provide hands-on support for Airtable challenges and aid in building new functionality in their bases.
• Review support cases to identify trends and present holistic solutions.
• Complete in-depth reviews of customers’ implementations to provide insights and strategic recommendations for future improvements.
• Provide at-the-ready support for customers’ critical events, such as major releases or seasonal launches.
• Manage escalations with the Engineering team, serving as the customer’s advocate and liaison.
• Identify and share our most valuable use cases and user stories to our Engineering and Customer Engagement teams to inform the product roadmap.
• Develop processes and workflows that allow us to scale a best-in-class Premium Support program.

Who you are

• You have 3+ years of experience in a support, technical account management or consulting role in a SaaS environment, ideally in the data visualization or productivity space.
• You demonstrate excellent communication skills, and are equally comfortable presenting to individual contributor stakeholders and VP-Level decision makers.
• You grasp the fundamentals of database design and are passionate about creating unique solutions to complex business problems.
• You have a history of managing multiple assignments simultaneously, can work independently to drive projects to completion with a high level of attention to detail.
• You have experience supporting critical processes for major Enterprise customers.
• You have a keen technical mind, and are comfortable discussing how customers can leverage APIs or custom code.
• You have a proactive, empathetic, and consultative partnership style.

What We Offer

• In addition to NHS coverage, you will have access to supplemental insurance 100% covered (and your dependents covered at 85%).
• Competitive pension scheme, life insurance, paid leave and sick leave.
• Complimentary mental health support via Modern Health.
• Family planning support via Carrot (fertility, adoption, and surrogacy).
• Flexible and generous time off and sick time benefits.
• Monthly “Lifestyle Wallet” to use for benefits like personal fitness (e.g., gym memberships, fitness equipment, etc.) to pet care to nutrition coaching, and more.
• Supplemental reimbursement for Gender Affirmation procedures and services.
• Legal services - access to online tools to legal forms.

At Airtable, we embrace diversity and strive to create a workplace where everyone has an equal opportunity to thrive. We welcome people of different backgrounds, experiences, abilities, and perspectives. We strive for Airtable to be a pleasant and supportive place to work, and to attract and retain a diverse team of talented people. We take great pride in holding everyone accountable for treating each other with dignity and respect.

Airtable is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a medical condition or disability which inhibits your ability to complete any part of the application process, please complete our Accommodations Request Form and let us know how we may assist you.